The Cisco Connected Hotel
The Cisco Connected Hotel
Ballantyne Village
Results: The Vision for
Ballantyne Village, a 2000-acre development
Next-Generation Properties
in Charlotte, North Carolina, is comprised of
The Cisco solution has increased
luxury condominiums, office and retail space,
property profitability for Ballantyne
restaurants, a hotel, and a movie theater. The
Village by reducing operational costs
owner of Ballantyne is committed to using
and generating new revenue streams.
Ballantyne has successfully connected
technology throughout the development
its original vision and master plan with
to offer customers, owners, and guests
a technology budget that includes a
unprecedented value and an efficient, statecomprehensive scope of services and
of-the-art experience. The entire Ballantyne
ongoing property maintenance.
campus has integrated building operations,
tenant and resident services, and customer
experience-enhancing capabilities over the Cisco Connected Real Estate Platform.
Guests and residents have access to free, high-speed, wireless connectivity both
inside buildings and in outdoor areas. Tenants can access television, ambient music,
programmed scents, and digital signage advertising, all delivered over the Cisco
solution—which also supports security, sub-metering, digitally controlled accent LED
lighting, and all property management capabilities.
Hotel 1000
“75% of all Business travelers
travel with laptops”
AAA Diamond Ratings Guide
“In 2005, the cost of operating
a hotel rose by 6.5%”
Hotel News Resources
“In 2005, hotel utility costs
rose by 13%”
Hotel News Resources
“The cost of turnover at the
front desk can average almost
$6000/year”
Cornell Research Center
The Cisco Connected Hotel
Increase Guest Loyalty, Deliver Customized Services,
and Optimize Operations
In the hospitality industry, service will always be the differentiator. But guest expectations for hotel services have already moved beyond maid, room, and valet. Tomorrow’s
leading hotels will offer more to their guests and get more from their properties. More
services, productivity, guest loyalty—and ultimately, more profits.
Hotels must address a highly competitive environment, declining customer loyalty, and
guests with technology needs that surpass the capabilities of many of today’s properties: needs such as videoconferencing, integrated messaging, and high-speed wireless
access throughout the hotel. Differentiation is no longer in the décor, but in the access
a hotel can offer. Today’s travelers want to extend their work and home capabilities into
the travel environment, demanding full access to leading technology during their visit,
as well as a comfortable room.
In addition, hotels are under pressure to get more out of their properties. Increasing
revenues per available room is a constant requirement to maintain profitability. Staff
productivity must improve to deliver better services with existing resources. Employee
turnover is a constant problem that needs to be managed. Guest safety and security
are primary concerns, requiring better surveillance and monitoring. And operational
costs must be controlled. However, adding new amenities and services to support
these goals can erode profitability, and these services must be deployed efficiently.
Results: A Platform for the Future
Hotel 1000, a new, state-of-the-art hotel
Hotel 1000 will integrate back-end
opening in downtown Seattle, chose Cisco
operations over the Cisco IP
to integrate data, voice, and video over a fully
network to reduce expenses
converged network infrastructure. Hotel 1000
and management costs, and will
is focused on satisfying the sophisticated
deploy next-generation guest
technology needs of guests and staff who
services to increase revenues.
require access to flexible and enhanced
communications services while on the road.
The 120-room property will offer wireless Internet access in rooms and common areas,
voicemail, and phone-based self-service functions. Each room is equipped with a Cisco
touch-screen phone that provides information on local attractions, restaurants, room
services, and weather forecasts. The hotel will also integrate property management services, such as Sony IP-based security cameras, which provide high-resolution images
and audio through a built-in Web server and network interface. A video service in the
golf clubroom will allow guests to play virtual golf from any of the world’s top courses.
For more information, contact your local account representative or visit
www.cisco.com.
Americas Headquarters
Cisco Systems, Inc.
170 West Tasman Drive
San Jose, CA 95134-1706
USA
www.cisco.com
Tel: 408 526-4000
800 553-NETS (6387)
Fax: 408 527-0883
Asia Pacific Headquarters
Cisco Systems, Inc.
168 Robinson Road
#28-01 Capital Tower
Singapore 068912
www.cisco.com
Tel: +65 6317 7777
Fax: +65 6317 7799
Europe Headquarters
Cisco Systems International BV
Haarlerbergpark
Haarlerbergweg 13-19
1101 CH Amsterdam
The Netherlands
www-europe.cisco.com
Tel: +31 0 800 020 0791
Fax: +31 0 20 357 1100
Cisco has more than 200 offices worldwide. Addresses, phone numbers, and fax numbers are listed on the Cisco Website at www.cisco.com/go/offices.
©2007 Cisco Systems, Inc. All rights reserved. CCVP, the Cisco logo, and the Cisco Square Bridge logo are trademarks of Cisco Systems, Inc.; Changing the Way We Work, Live, Play, and Learn is a service mark of Cisco
Systems, Inc.; and Access Registrar, Aironet, BPX, Catalyst, CCDA, CCDP, CCIE, CCIP, CCNA, CCNP, CCSP, Cisco, the Cisco Certified Internetwork Expert logo, Cisco IOS, Cisco Press, Cisco Systems, Cisco Systems Capital,
the Cisco Systems logo, Cisco Unity, Enterprise/Solver, EtherChannel, EtherFast, EtherSwitch, Fast Step, Follow Me Browsing, FormShare, GigaDrive, GigaStack, HomeLink, Internet Quotient, IOS, iPhone, IP/TV, iQ Expertise, the
iQ logo, iQ Net Readiness Scorecard, iQuick Study, LightStream, Linksys, MeetingPlace, MGX, Networking Academy, Network Registrar, Packet, PIX, ProConnect, RateMUX, ScriptShare, SlideCast, SMARTnet, StackWise, The
Fastest Way to Increase Your Internet Quotient, and TransPath are registered trademarks of Cisco Systems, Inc. and/or its affiliates in the United States and certain other countries.
All other trademarks mentioned in this document or Website are the property of their respective owners. The use of the word partner does not imply a partnership relationship between Cisco and any other company. (0701R)
C02-403048-00 04/07
The Cisco Connected Hotel
The Cisco Connected Hotel
A Single Network Can Deliver a Suite of Improvements
Guest Services
Forward-thinking properties have already begun building a network infrastructure
that offers the flexibility and scalability to adapt to the ever-evolving guest, staff, and
property management needs. These next-generation infrastructures are based on a
converged network. They integrate with today’s solutions—such as reservation, surveillance, and billing systems—and support the newest applications and technologies. The
goal is to take advantage of tomorrow’s opportunities while protecting today’s existing
investments.
Cisco Systems® is an industry leader in delivering
secure, flexible, and scalable networking, including
converged networks that support IP and wireless
technologies. A Cisco network foundation allows
hotel properties to integrate communications,
security, services, and building systems over one
IP-based network. Data, voice, video, and critical
applications can be managed and monitored over
a single network that will grow to accommodate
property needs in the future.
• A core infrastructure that supports a secure, flexible, and scalable network for the
long term
Hotels can extend marketing throughout the proplights, temperature, and room
erty and into guests’ rooms, offering on-screen
controls are automatically
advertising in lobby kiosks, flat screens, and
adjusted to meet the comfort
and security level the guest
in-room televisions. This advertising can generate
desires, supported by a conadditional revenue from partners, while helping
verged network that allows input
to promote hotel services to guests. In-room enterusing a TV or phone screen.
tainment services can include revenue-generating
video, music, and gaming, all delivered over the
same converged network. Hotels can better respond to guests using automated checkin and checkout, online concierge, service, and help desk requests. Next-generation
services, delivered over a Cisco converged network, include personalized room settings for controlling temperature and lighting, personalized interactive multimedia, and
high-speed Internet access with personalized content. In addition, a Cisco Connected
Hotel supports the trend toward self-service—allowing guests to access personalized
content, which is then delivered over the converged infrastructure into the guest room.
• Advanced technologies that will increase staff productivity and improve guest
experience through new services while managing costs
Staff Services
Cisco delivers the Whole Offer—from network platform and solutions partnerships to
service, support, and financing. In the service-oriented world of hospitality, network
reliability and accessibility are essential to keeping guest services and property
operations up and working.
With an IP-based network infrastructure, hotels can deploy a flexible solution integrating
data, voice, video, and convergence applications tailored to their needs. This converged
network is a strategic asset for hotels to profitably improve the guest experience,
increase staff productivity, reduce operational expenses such as energy costs, and
deliver new property enhancements. An IP-based solution should provide:
• A foundation for enhanced applications that can generate new revenue streams,
improve operations, and offer hotels a competitive advantage
The Cisco Connected Hotel
The Cisco® Connected Hotel delivers an IP infrastructure that effectively supports
the current and the next generation of hospitality solutions. A Cisco IP network will
become as fundamental as plumbing, piping, and wiring in every hotel property. With a
converged Cisco IP network, hotels can add services and reduce costs by integrating
existing communications, security, and building automation systems over one secure,
flexible, and scalable network. It is the network foundation that will meet today’s needs
and support future requirements.
The Cisco Connected Hotel is based on the concept that the most fundamental need
for leading hotels is connectivity—both within the property and to the outside world.
Guests can have access to their own content or new entertainment, communications,
and technology services delivered by the property over a converged network. Wireless
solutions can allow hotels to extend the reach of their services and marketing messages
to common areas and the outdoors. Today’s disparate building management systems
that control heating, ventilation, and air conditioning (HVAC); elevators; security; lighting;
and access can be converged onto this single platform. By integrating all systems
together over a Cisco network, guests, employees, and partners can access information
and services—and each other—from any place, at anytime.
In addition, a Cisco converged network can deliver high-value services that will
potentially generate new revenues and positively impact the profit line. High-speed
wireless Internet access, audio- and videoconferencing, and digital signage will support
new levels of enhanced communications, as well as give hotels the option of realizing
additional fees and advertising revenues.
The benefits of the Cisco Connected Hotel fall into three main categories: guest
services, staff services, and property management operations.
Imagine: A guest room where
The Cisco Connected Hotel allows hotels to improve sales and marketing capabilities,
enhance room management, refine front-office services, and develop better employee
and human resources management. With a converged IP network, hotels can consolidate
market intelligence collected from guest information to create customized offers and
promotions. Hotels can develop their own property-specific digital TV channels, offering
personalized, flexible, dynamic content. In addition, hotel staff can access more current
information about room status and availability, minibar status, and order requests and
delivery, by consolidating all internal hotel management systems onto one network.
The Cisco Connected Hotel integrates with existing
Imagine: Wireless location
database management solutions, reservation and
services allow hotels to locate
booking systems, and human resource managestaff and high-value items, and
ment systems. A converged network can be the
deliver personal items or
platform for all communications. With Cisco
services—be it tailored content,
Connected Hotel solutions, hotels can integrate
marketing, or communications—
disparate communications systems—radio, analog,
to the exact location of a guest,
whether the guest is in a
Global System for Mobile Communications (GSM),
meeting, conference room,
and pager communications—onto one converged
in the casino, or by the pool.
network. Hotel staff can be equipped with land
mobile radios (LMRs), which integrate existing
two-way radio systems with Cisco IP telephony. Dual-mode phones allow hotel
management to use a single device for both GSM and wireless communications.
Property Management Operations
A Cisco converged network helps enable a new generation of property management
solutions—the Cisco Intelligent Property. The Cisco Intelligent Property allows hotels to
integrate disparate building systems that run over separate networks with independent
control devices. Lighting, elevators, HVAC, fire control, energy management, video
surveillance, and other security technologies can all be managed and controlled
over one converged, IP-based network. This same network supports all staff and guest
services, offering a level of integration that allows hotels to get the most out of their
resources—technology, employees, and their property. Information is shared across the
hotel systems, allowing employees to make better decisions and operate more efficiently.
Why Cisco
Imagine: An Intelligent Property
that improves the guest experience while driving operational
expenses down. A property that
integrates the multiple applications—for example: security,
lighting, maintenance, customer
data—to deliver effective, real
time value to the guests as well as
the property owners.
In strategic markets, Cisco teams with application providers to deliver a comprehensive
solution. Cisco is known for its extensive, best-in-class partnerships with major solution
providers, helping to ensure that hotels have access to the most current applications
and technologies that are tailored to the needs of the hospitality industry. These
solutions provide the framework for services that will help increase the profit line.
Case Studies
Starwood Hotels
Facing a sharp increase in energy costs,
Starwood Hotels deployed the INNCOM energy
management system based on a Cisco IP network
to cut costs, manage operations, and improve the
guest experience. Starwood Hotels installed
infrared sensors and thermostats in each of its
480 guest rooms, to detect when rooms are
vacant, and shut off energy-consuming lights,
heat, and air conditioning. The INNCOM system
was integrated into the hotel operations, using
existing wiring, saving the hotel the significant
expense of rewiring.
Crowne Plaza, Dublin
The Crowne Plaza Dublin, a four-star international
hotel, opened in 2003, facing a global economic
downturn and challenging hospitality market. The
hotel needed to increase revenues and differentiate itself from competitors by improving the
quality and value of its services. The Crowne
Plaza believed that technology was the answer—
and decided on a Cisco IP network, which would
act as the foundation for the future while allowing
the hotel to quickly deploy enhanced services.
The Crowne Plaza started by offering high-speed
Internet access in rooms and wireless voice
and data access for business conferencing in
common areas of the hotel. The new services
were designed to attract business travelers and
keep the hotel a step ahead of competition.
Results: Energy Costs
Reduced by 11 Percent
The Cisco and INNCOM solution
saves the hotel US$73,600 annually, or approximately 11 percent
of the hotel energy charges per
year. In addition, Starwood generated US$185,000 in incremental
revenue per property with new
high-speed Internet access
service, resulting in a total 33
percent return on investment
(ROI) for the Cisco and INNCOM
solution.
Results: Occupancy and
Guest Loyalty on the Rise
After deploying the Cisco IP
network and enhanced services,
the Crowne Plaza’s profitable
occupancy soared, and customer
satisfaction increased dramatically.
Guests attributed their repeat
business to the new technology
services the hotel has deployed
over the Cisco network. After three
months, the Crowne Plaza had
enough confidence in its network
to deploy a similar Cisco solution
in a sister hotel. The Crowne Plaza
projected an ROI on their network
operation in three years or less.